Manpreet Kaur

Customer-focused support professional with 6+ years of experience delivering phone, email and chat support for global technology companies, including Dell Technologies, HCL, Wipro and Tech-Pro, LLC. Proven ability to resolve technical, account and billing issues on first contact, calm frustrated customers and consistently meet CSAT, quality and handle-time targets. Brings a B.Tech in Computer Science, strong troubleshooting skills and clear, empathetic communication to every interaction.

Customer Support Specialist - Tech-Pro, LLC - Sunnyvale, CA

(2019-06 - 2023-08)

• Resolved a high volume of technical, account and billing inquiries across phone, email and chat for technology products and services
• Improved first-contact resolution by diagnosing root causes and applying proven knowledge-base solutions
• De-escalated complex complaints and partnered with internal teams to close cases within SLA
• Kept accurate, detailed CRM case notes that smoothed handoffs and reduced repeat contacts
• Trained and mentored new team members on support processes, tools and service standards

Customer Support Associate - HCL - Noida, Uttar Pradesh

(2016-06 - 2016-08)

• Delivered inbound phone and email support to international customers of a global technology client
• Troubleshot product and account issues using knowledge bases and structured call flows
• Consistently met daily targets for handle time, quality and customer satisfaction

Technical Support Associate - Dell Technologies - Noida, Uttar Pradesh

(2015-08 - 2016-03)

• Provided first-level technical support for Dell laptops, desktops and peripherals
• Diagnosed hardware and software faults remotely and guided customers through step-by-step fixes
• Processed warranty claims, replacement-part dispatches and onsite technician requests
• Earned strong CSAT scores while meeting average handle time goals

Customer Service Associate - Wipro

(2014-05 - 2015-05)

• Handled inbound calls and emails, resolving order, billing and service questions
• Logged and tracked every interaction in the ticketing system to ensure timely follow-up
• Escalated unresolved issues to the right teams and kept customers updated through closure

Bachelor of Technology - Computer Science - Dr. A.P.J. Abdul Kalam Technical University, Lucknow (2009-09 - 2013-08)